Senior IT Operations Engineer & System Administrator

ThunderSoft; Penang; On-site; MYR 90,000 - 180,000; Full time

Job summary

Thundersoft in Penang, Malaysia seeks a Senior IT Operations Engineer & System Administrator to manage enterprise IT operations, maintain Windows and Linux infrastructure, and provide technical leadership across end-user support, collaboration, and AV systems.

The role combines hands-on administration with enterprise video conferencing expertise, ITSM knowledge, and executive-level support, including handling incidents, optimizing services, and ensuring reliability for critical meetings.

Qualifications

• 3–5 years of IT operations and admin experience.
• Hands-on Windows/Linux/UNIX admin skills.
• Experience with enterprise video conferencing platforms.
• Familiarity with ITIL-based ITSM processes.

Responsibilities

• Lead day-to-day IT operations and provide advanced technical support to enterprise users.
• Monitor services to ensure availability and performance.
• Escalation point for Level 1/2 support and manage incidents.
• Manage incidents, problems, changes, and service requests in ITSM.
• Maintain ServiceNow tickets and KPI dashboards.
• Administer Windows Server, Linux, UNIX environments.
• Support enterprise collaboration and video conferencing platforms.
• Configure and troubleshoot conference room systems and endpoints.
• Provide live tech support for executive meetings and large events.
• Assist AV infrastructure and event streaming as needed.
• Coordinate AV upgrades and vendor interactions.

Skills

IT Operations

End-User Support

Windows Server

Linux

UNIX

Video Conferencing

ServiceNow

ITIL

Tools

ServiceNow

Job description

Main requirement: OSS tiseting end user IT support/ IT Hardware related experiences, YOE: 3-5yrs

We are looking for an experienced Senior IT Operations Engineer & System Administrator to manage enterprise IT operations, maintain Windows and Linux infrastructure, and provide technical leadership across end-user support, enterprise collaboration, and audiovisual (AV) systems.

The ideal candidate combines strong system administration skills with hands‑on experience in enterprise video conferencing, conference room technology, IT service management, and executive‑level technical support.

Key Responsibilities

1. IT Operations & End-User Support

• Lead day-to-day IT operations and provide advanced technical support to enterprise users.
• Monitor IT services proactively to ensure system availability, stability, and performance.
• Act as an escalation point for Level 1 and Level 2 support teams, handling complex incidents and technical issues.
• Manage incident resolution, problem management, service requests, and knowledge documentation.
• Maintain high-quality ServiceNow tickets, track operational KPIs, and drive continuous service improvement.
• Enhance end-user experience through effective troubleshooting, root cause analysis, and process optimization.
• Administer and maintain Windows Server, Linux, and UNIX environments.
• Perform server installation, configuration, patching, upgrades, and routine maintenance.
• Monitor system performance, availability, resource utilization, and infrastructure capacity.
• Troubleshoot operating system, server, and infrastructure‑related issues.
• Support system stability, security compliance, and infrastructure lifecycle management.
• Administer and support enterprise collaboration and video conferencing platforms, including Microsoft Teams Rooms, Cisco Video Conferencing, Poly, Zoom, Webex, Pexip/CVI, and Qumu.
• Deploy, configure, maintain, and troubleshoot conference room systems and video conferencing endpoints.
• Provide live technical support for executive meetings, town halls, corporate events, and large‑scale virtual meetings.
• Support video streaming, event production, and collaboration services to ensure reliable audio and video delivery.
• Coordinate conference room technology upgrades, equipment installations, system testing, and service improvements.

4. Audio-Visual (AV) Infrastructure Management

• Install, configure, maintain, and troubleshoot AV equipment, including cameras, microphones, audio mixers, video switchers, projectors, displays, and AV control systems.
• Diagnose and resolve audio, video, connectivity, and equipment integration issues.
• Perform AV system upgrades, preventive maintenance, and operational testing.
• Ensure conference rooms and meeting spaces are fully functional and ready for business‑critical meetings.
• Coordinate with vendors and internal stakeholders on AV deployments, equipment maintenance, and technical escalations.

5. IT Service Management (ITSM)

• Manage IT incidents, service requests, problems, and changes in accordance with established ITSM processes.
• Use ServiceNow to maintain accurate ticket records, monitor SLA compliance, and track resolution progress.
• Prepare operational reports and KPI dashboards to evaluate service performance.
• Maintain technical documentation, troubleshooting guides, and knowledge base articles.
• Identify recurring issues and implement corrective actions to improve service quality and operational efficiency.

Requirements

• Proven experience in IT operations, system administration, infrastructure support, or enterprise IT services.
• Strong hands‑on administration experience with Windows Server and Linux; UNIX experience is an advantage.
• Practical experience supporting enterprise video conferencing and collaboration platforms.
• Hands‑on knowledge of AV equipment installation, configuration, integration, and troubleshooting.
• Experience with ServiceNow or a comparable ITSM platform.
• Good understanding of incident management, problem management, change management, SLA tracking, and KPI reporting.
• Strong troubleshooting, analytical, communication, and stakeholder management skills.
• Ability to provide responsive technical support for executive meetings, live events, and business‑critical operations.

Preferred Qualifications

• Experience supporting enterprise conference rooms, executive boardrooms, and large‑scale corporate events.
• Experience with Microsoft Teams Rooms, Cisco video conferencing, Poly, Zoom, Webex, Pexip/CVI, or Qumu.
• Familiarity with ITIL-based service management practices.
• Experience coordinating AV vendors, infrastructure upgrades, and technical projects.
• Relevant certifications in Microsoft technologies, Linux administration, ITIL, or AV systems are an advantage.